Communication, Customer Service, Employee Engagement, Executive Coaching, Leadership
Are you leadership material? Leadership myths dispelled.
At the end of a tough day, have you ever thought that you might not be leadership material? The term leadership material falsely implies that either you have what it takes to be a leader, or you…
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Customer Service, Executive Coaching, Tips
When You Feel like Complaining or Blaming…Take Action!
I recently flew on a flight from San Diego to Atlanta. The person sitting next to me spent the first two hours of our flight complaining about his company, his boss, his direct reports, his…
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Customer Service, Employee Engagement, Leadership
That’s Not My Job!
We have all had the unpleasant task of going to the Department of Motor Vehicles (DMV) to do things such as changing the title on a car, updating a registration or renewing a driver’s license….
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Communication, Customer Service
Your job! Are You Doing What You LOVE To Do?
Confucius said, “Choose a job you love and you will never work a day in your life.” For years, we have told our clients, if you do what you love it is not a job….
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Communication, Customer Service, Employee Engagement
Empowering Employees Through Decision Making
We have worked with many managers who have created great organizations. They are strong, technically. They make the right decisions. They produce great outcomes. But, when we interview their employees, we find out that people…
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Customer Service
The Critical Ingredient of Extraordinary Customer Service
In today’s global marketplace where many companies offer similar products for comparable or lower prices, great organizations know the competitive edge is gained or sacrificed through customer service. In a class I taught at San…
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Customer Service, Employee Engagement, Leadership
How to Tactfully Discuss Customer Complaints with Employees
Customers are critical to a business’s success. So what happens when you receive multiple complaints from customers about an employee’s behavior? An executive we’re coaching recently faced this problem with a long-term employee. The complaints…
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Customer Service
How to Thrill Your Customers
The term customer satisfaction is used often. But do you really want to just satisfy your customers? It’s true, satisfied customers are often repeat customers, but thrilled customers are also repeat customers; except they bring…
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